Sr Specialist, Wire Operations

First National Bank•Omaha, NE

About The Position

Monday - Friday - Various shifts: 8:00-5:00, 9:00-6:00 M-F Process Incoming and Outgoing Wire Transactions for our FNNI Customers and Business Units with moderate supervision. Verify and analyze wires to detect suspicious activity which helps to prevent losses, reduces bank/customer risk, supports customer satisfaction and retention, all while adherence to regulatory rules and timelines. Achieve daily production standards and quality requirements. Manage workload based on customer impact and prioritization guidelines. Provide employee and customer inquiry support by utilizing effective problem solving resolutions. Review defined daily reports and work others to ensure compliance with Reg E.

Requirements

High school graduate or GED.
Previous customer service experience.
Excellent verbal and written skills.
Excellent time management skills
Ability to define problems, establish facts, and draw valid conclusions.
Focus on attention to detail and accuracy.
Ability to multi-task as needed.
Working knowledge of Microsoft Office suite of products.

Nice To Haves

Working knowledge of Wires and Online Banking functions.
Supervisory/leadership experience
Knowledge of diverse banking products and processes.
Previous experience writing, presenting, and facilitating the training of policies, procedures, and best practices.

Responsibilities

Demonstrate comprehensive understanding of the Wire system and related processes.
Thorough knowledge of all functions within respective specialized department to allow for successful rotation of assignments.
Work closely with Lead and/or Management to prioritize daily work and reporting functions with a goal of increasing efficiencies and improving consistency.
Problem-solve errors to recommend solutions and process changes to eliminate issues from reoccurring.
Promote confidence in FNB by providing our business partners with accurate, timely, and professional support.
Research and resolve incoming calls, email questions regarding policy/procedures, while maintaining defined service levels and requirements in support of Commercial Payments, Treasury, Retail, and other Business Unit representatives.
Display attention to detail and quality assurance standards.
Escalate necessary issues to a Lead or Department Manager.
Continuously look for and escalate opportunities to improve departmental production and accuracy efficiencies.
Attend and contribute to team meetings.
Understand the work assignments that enable successful rotating assignments.
Participate in the departmental cross-training efforts.
Follow all FNNI compliance and security guidelines when researching issues and resolving disputes.
Understand and adhere to all bank policy, laws, and regulations applicable to role.
Demonstrate professional behavior and promote positive working relationships.
Practice Operations’ values and support the goals and strategic plan.
Be proactive and respectful in all relationships.
Foster a supportive team environment.
Maintain constructive working relationships.